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IT Support Engineer
Job summary
A leading Managed Service Provider is seeking an enthusiastic IT Support Engineer to join their team. This remote position requires strong problem-solving skills and a passion for customer support. Candidate should have at least 2 years of experience in an IT helpdesk environment, alongside proficiency in Microsoft products. The role offers a competitive salary, 20 days of annual leave, and a company-issued laptop.
Benefits
Qualifications
- Minimum of 2 years experience in an IT helpdesk environment.
- Strong customer support experience (phone/email).
- Ability to troubleshoot and diagnose IT issues.
Responsibilities
- Log incidents and requests via helpdesk ticketing system.
- Manage incoming support requests and ensure resolution.
- Proactively manage ticket queues to meet SLAs.
Skills
Tools
Location: Fully Remote (Standard UK Business Hours)
Salary: R16,000 - R18,000 per month, dependent on experience
Job Type: Full-time, Permanent
About Us
A UK-based Managed Service Provider, is expanding internationally after 14 years of consistent growth. We are passionate about technology and delivering exceptional service to our clients. Specializing in SMEs across industries like professional services, fintech, and hospitality, we pride ourselves on building close, long-lasting relationships with clients ranging from 5 to 50 employees.
Were looking for an enthusiastic IT Support Engineer with a strong passion for problem-solving and helping people. If you have what it takes to deliver world-class support, wed love to hear from you!
- Promptly log incidents and requests via our helpdesk ticketing system (phone/email).
- Answer and manage incoming support requests, ensuring efficient resolution.
- Troubleshoot and diagnose IT issues to minimize client downtime.
- Maintain accurate case details and time logs in the system.
- Proactively manage ticket queues to meet/exceed SLAs.
- Remotely configure devices for onboarding/offboarding processes.
- Collaborate regularly with UK-based colleagues via Microsoft Teams.
- Occasionally conduct client calls via Teams/Zoom.
- Minimum of 2 years experience in an IT helpdesk environment.
- Fluent in English with excellent communication skills.
- Strong customer support experience (phone/email).
- Proficiency in Microsoft products and technologies, including:
- Windows Desktop OS troubleshooting.
- Microsoft 365 Admin Centre, User Management, Exchange, and Licensing.
- Troubleshooting hardware issues (laptops, desktops, peripherals).
- Experience with Remote Monitoring/Patch Management tools.
- Familiarity with Microsoft Entra, Mac OS, and Google Workspace.
- Knowledge of cloud services like online backup, email filtering, and antivirus solutions.
- A quiet, home-based setup with a suitable desk and chair.
- Fast, stable internet connection and a backup solution for power outages (e.g., loadshedding mitigation).
- Competitive salary package.
- 20 days of annual leave plus UK bank holidays, with increases based on service.
- Company-issued laptop, monitor, and peripherals.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.